Support Experience Engineer - Tools & Automation, WhatsApp Operations
Austin, Texas, US
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.
WhatsApp Operations' mission is to make each user feel like WhatsApp was made for them. WhatsApp Operations' focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. Those who join our teams are very keen to solve people’s issues, and are advocates for WhatsApp users. WhatsApp is looking for a full-time team member to join the Operations' team. We value both 1:1 interactions with users and driving solutions at scale, and we count on Support Experience Engineers to build our tooling in order to balance these needs.
Responsibilities
Extend our support platform and internal tools by building workflows and high-quality tools that enable operations to scale
Code using primarily PHP/Hack and JavaScript/React
Guide design and code reviews
Use software engineering skill sets to drive meaningful business impact by looking at problems through an operational lens
Business case development to support new and improved processes for consumers, businesses and partners that leverage our products
Work extensively with our cross-functional stakeholders like engineering, product management, legal, partnerships, business development and marketing
Drive and measure tool health, while supporting bug and incident management processes
Communicate and collaborate cross-functionally to align priorities with stakeholders across WhatsApp and influence organizational roadmaps
Gather, analyze and utilize relevant data to develop ways to improve the overall support experience
Minimum Qualification
Bachelor's degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience
BA / BS degree in Engineering, Computer Science or related field or international equivalent
4+ years of programming experience
4+ years of project management experience communicating with people at all levels (internal and external)
Analytical-thinking and problem-solving experience
Experience working across global teams, solving problems and designing business operations from scratch
Experience communicating with cross-functional partners (both technical and non-technical audiences)
Preferred Qualification
Experience partnering with, clients and customers to drive positive impact across a global team
Experience with customer support/operations software-oriented projects
Experience working in a technology company, consulting firm or equivalent environment
Experience with internal tool development incorporating work force management tools and bug management
Experience with process change management or process improvement
Experience consistently working under your own initiative, seeking feedback and input where appropriate
Demonstrated experience with time management and multitasking
A WhatsApp estem orgullosos de ser una empresa amb igualtat d'oportunitats de feina i accions afirmatives. No discriminem per raça, religió, color de pell, origen, sexe (que inclou l'embaràs, el part, les decisions de salut reproductiva o altres condicions mèdiques relacionades), orientació sexual, identitat de gènere, expressió de gènere, edat, condició de veterà protegit, condició de persona amb discapacitat, informació genètica, opinions o activitats polítiques ni altres característiques aplicables que estiguin protegides legalment. Pots veure el nostre avís sobre igualtat d'oportunitats de feina aquí. També tenim en compte candidats qualificats amb historial delictiu, d'acord amb la legislació local, estatal i federal aplicable. Podem fer servir la teva informació per mantenir la seguretat de Facebook, dels seus empleats i d’altres segons ho requereixi o ho permeti la llei. Pots consultar la Política de transparència salarial de Facebook i l'avís sobre igualtat d'oportunitats de feina Equal Employment Opportunity is the Law fent clic als enllaços corresponents. A més, WhatsApp participa en el programa E-Verify en algunes ubicacions, tal i com ho requereix la llei.
WhatsApp es compromet a proporcionar l'acomodament raonable per als candidats amb discapacitats durant el procés de contractació. Si necessites assistència o acomodament degut a una discapacitat, fes-nos-ho saber a accommodations-ext@fb.com .